Use this document as a quick-start user guide to get up and running with the Online Drive, and troubleshoot common issues.

Download

1. Download My Secure Backup from here.
   If you are unsure which Windows download file to choose, you can check on your computer by clicking on your Start button, then right-click on Computer, choose Properties. This will indicate whether you need 32 or 64 bit download file. If you are still unsure, then choose the 32 bit.
2. Choose Run, or Save and then after download double click file to run.

Install

1. Run the installer file.
2. Click Next at the Welcome screen.
3. Tick the checkbox to accept the terms, and click Next.
4. Click Next to accept default install directory.
5. Click Install.
6. Click Finished when then the install completes.
7. Click Yes to restart your computer (required to start the background network services).

Setup

When the computer restarts, the Setup screens will start automatically.

1. At the welcome screen click Next.
2. Account Information: enter your login details (see email), then click Next.
3. Wait while account access is verified.
4. Network Drive: choose a drive letter for the network drive (this can be changed later).
   NOTE Tourwriter users should choose the same drive letter for all staff.
5. Click next, then click Finish to complete.

The activity monitor may automatically open, you can close it for now.

Running the My Secure Backup Software

Open My Computer and look for you new Drive (eg S: drive). Double-click to open the drive, and use it just the same as you would any other drive, adding folders files etc. and managing them as you wish.

Note that there will be a delay the first time you upload or open each folder, or file, as the data is transferred from the internet. But after this it is cached (copied) locally and will be just as fast as normal.

Running the drive with Tourwriter

New Tourwriter users should create a folder called TourwriterData and link Tourwriter to it (in Tourwriter go to Tools > Setup > Folder options, and browse to the new TourwriterData folder).

Existing Tourwriter users can drag-drop their existing TourwriterData folder into their new online drive (note the initial sync can take a couple of hours), and then re-link it in Tourwriter (Tools > Setup > Folder options, and browse to the new TourwriterData folder).

Activity Monitor and Settings

Either double-click the My Secure Backup icon in the taskbar at bottom right of your computer screen to open the Activity Monitor, or open My Secure Backup Activity Monitor and Settings from the Windows Start menu.

From here you can click Configure on the top right to change settings.

Web Access

You can also access your online drive via this webpage (use the same login detail as for above drive).

The post Setting Up My Secure Backup appeared first on Tourwriter Knowledge Base.

You can restore deleted folders/files or old versions of files:

1. Launch My Secure Backup (Windows Start > My Secure Backup)
2. Click Restore Files (and then if you have multiple drives, choose the drive that you want)
3. In the next screen choose either “Backup As Of” and choose a date (this is like a snapshot of the drive at that date), or “Deleted or previous versions”, then:
   1. Browse the folders on the left and click “Add folder” below, or select files on the right and click “Add file” below (you can keep choosing multiple files).
   2. Restore to: browse to a folder location where you want to restore the files to (suggest temporarily restoring them to say your desktop)
   3. Click Start Restore.

Changing the Drive Letter

1. Launch My Secure Backup (Windows start > My Secure Backup)
2. Click on Configure in the top right
3. In the menu on the left, Open the Online Drive, open Network Drive, open Local Drive Mapping
4. Here you can change the drive letter to any of the available letters (Note you must choose the same letter as other staff)

Files are Not Syncing

IMPORTANT: The initial setup and sync can take a couple of hours to complete if there are a lot of files.

If it appears that files have not synced to the online drive as they should:

1. Launch My Secure Backup.
2. Check the Errors and Warnings box at bottom.
3. Click Help, then Check Online Disk Consistency.

If it is still a problem, you can remove the local cache files to force your computer to completely resync with the online server:

1. Launch My Secure Backup, click Configure
2. Select Application Settings on left and tick Show Advanced Options at the bottom.
3. Copy the text in Cache Directory.
4. Open Windows Explorer (eg My Computer) and paste the info into the address bar  and hit the Enter key (as a shortcut to opening the Cache folder).
5. Delete ALL the contents of this folder (* see below if you cannot delete the content).
6. Restart computer.

* If you cannot delete the content of the cache folder, you might need to stop the My Secure Backup service first: open the computer Services screen (Windows Start > Run, and type services.msc), find the service called MySecureBackup, right-click on it and choose Stop.

Online Drive has Disappeared

If your drive letter is no longer visible in Windows Explorer (My Computer), then you will need to remap the online drive:

1. Launch MySecureBackup.
2. Click on Online Drive on the top left.
3. Select Remap Network Drive.

Software Does Not Start

After install of after restarting your computer, My Secure Backup does not start – this might be caused by Anti-Virus software stopping it from starting automatically when the computer starts.

1. Launch MySecureBackup.
2. Check if it says “can’t connect to Local Service” (or similar).
3. Open the computer Services screen (Windows Start > Run, and type: services.msc )
4. Browse down the list of Services to find MySecureBackupService.
5. Ensure that the status is Started, and  if not then right-click the service and choose Start.
6. Launch My Secure Backup to check if it is now connected, and if you have not already entered your setup/login details see the Reset or Reconfigure tip in this guide.

Reset or Reconfigure

This allows you to re-enter your account details and reset My Secure Backup.

NOTE that this does not delete the files from your online drive:

1. Launch MySecureBackup.
2. Click on Configure in the top right.
3. In the new screen, tick Advanced Options in the bottom left.
4. Select Application Setting in the main menu on the left.
5. Click on Remove Configuration.
6. Follow the prompts to re-enter your login details.

Reinstall Software

IMPORTANT –  This does not delete the files from your online drive.

1. Uninstall My Secure Backup in the normal Windows uninstall programs feature.
2. Install it again using the standard install instructions.

Windows Explorer Crashes/Hangs

When browsing a folder, Windows Explorer gets ‘stuck’ and crashes.

1. Launch My Secure Backup (Windows start > My Secure Backup)
2. Click on Configure in the top right.
3. Click Network Drive > Local Drive Mapping
4. Change the drive type to Removable Media or Network Share.
5. Test, and then change it back again if you wish.

Change the Drive Password

Launch the MSB Activity Monitor and go to Configure -> Application Settings. From the Application Settings, click on Change Password.

Get Verbose Debug Logs

Enable verbose logging

1. Launch My Secure Backup and in the menu bar, select Help > View Debug Log.
   
2. Click Clear to remove the old debug data.
3. Tick the “Verbose Logging” checkbox to start the logging.
4. You can now close My Secure Backup, or leave it open.

If you are trying to capture a specific issue…
…then you will need to repeat the steps that caused the error now. Simply enabling Verbose Logging does not actually output the details for this error, so try causing the error to appear in the Activity Monitor once again.

Once you have finished recreating the issue, your error messages will be written automatically to your log file which you can attach in an email to the support team or you can review the logging/errors personally by opening the log file in a text editor (like Notepad, TextEdit, etc).

Copy the log data
Find the log file in C:\Windows\Temp. The log file is called mysecurebackup.log. Attach this to an email and send to the support team.

Alternatively you can open the View Debug Log screen and click Copy To Clipboard, but note that this data might be too long to copy successfully.

Files and/or Folders Not Showing or Missing?

If you cannot see all the folders and/or files in your Network Drive, while these files and folders are visible on the network drive on other computers or in the web access (go to this web page and log in with your MySecureBackup login details), please try the following:

Local Cache may be corrupted: open MySecureBackup, click the “Online Disk: DISK NAME” drop down menu, click on Cached Data, then click “Remove Cached Directories” and click on “Remove Cached Files”

Files may have become hidden: In Windows, this is most often an indication that a virus has changed the attributes of your files/folders and has made them hidden. The most common symptom is when you are able to see the files and folders in web access (please go to this web page and log in with your MySecureBackup login details), but you do not see them when you attempt to view them from your Network Drive.

There is a way to restore the files’/folders’ attributes. Open the command prompt by typing “cmd” (without quotes) in the Start Menu’s search bar and hit Enter. From there, type the following command:

attrib –r –a –s –h [Your Network Drive letter]:\*.* /s /d

Recommended Process for Handling a Virus

Please refer to this document.

Finding Settings File and Error Data

Settings File: The settings file is located at C:\ProgramData\MySecureBackup and will be a file ending in -settings.xml.

Errors list: Open My Secure Backup, and right-click in the Errors grid at the bottom of the window, and choose “Copy all Errors”. Paste this into an email (or text file and attach if it is too big).

Log data: See Get Verbose Log Data.

The post MSB – Tips and Troubleshooting appeared first on Tourwriter Knowledge Base.

Before we begin, it’s important to identify common misunderstandings and address them:

• MSB Support doesn’t have access to your data, so we cannot delete it for you or run antivirus scans on it server-side
• Your data is enclosed in containers, which cannot infect other files while uploaded – a computer (connected to the disk) would have to run the virus in order for the infection to spread
• Infected files cannot be moved from one Online Disk to another unless you have both Online Disks open/connected to the same computer

Part 1: Disconnect and Scan

1. Shut down MSB’s connection by stopping the MSB Service.
2. – Windows: Go to  Start > Run > “services.msc” > then find and stop MySecureBackup*
   – Mac: Open a terminal windows and enter: sudo launchctl unload /Library/LaunchDaemons/com.mysecurebackup.workgroupservice.plist
3. Once this is done for all computers that usually run MSB (at home and at work), run your antivirus software to scan your entire computer and fix any problems it finds.

Part 2: Save Data to Local Hard Drive

1. Start the MSB service back up on one computer and monitor this computer for the next 24 hours to see if anything strange happens (virus related)
2. – Windows: Go to  Start > Run > “services.msc” > then find and start MySecureBackup*
   – Mac: Start the MSB Activity Monitor and you will receive a pop-up asking if you want to start the service (click OK/Yes here to do so)
3. While this is going on, download/restore all irreplaceable files to your computer (we recommend an external hard drive so you can keep these on a drive separate from your computer’s operating system in case they are infected)
4. If you are unable to view your files on the Network Drive, check Web Access to see if your files/folders are visible there. If you can see your files in Web Access, it’s likely the virus has hidden them from your Network Drive. You can check out This Walkthrough for further information.
5. Once you have all the files pulled off of the disks you need, run another scan on this entire computer and on the external hard drive to check and fix any new virus-related problems

Please note that even if everything looks good after 24 hours, there is no sure way to verify 100% that nothing else was changed/modified, then uploaded to your Online Disks. We would recommend continuing with Part 3, but the choice is ultimately up to you.

Part 3: Delete all Online Disks

To be completely sure the virus has been removed from your disks, you can ask us to delete the online disks, and create new ones.

* Note: Do we recommend reformatting your computers? Not necessarily, but if you can, then do. No antivirus is completely perfect, and there are bound to be some files that were missed from time to time. On the other hand, antivirus companies focus their best and brightest moments on finding and resolving issues that viruses cause in computer systems. Like with Part 3 (deleting all online disks), choosing to reformat all of your computers is entirely up to you. Our stronger recommendation (i.e. to delete/recreate all online disks), is built out of the knowledge that Online Disks are used to sync across multiple computers. Because of this, a virus that would normally live on only one computer can unintentionally wind up on another, making the possibility of network-wide infection much greater, depending on how your network, online disks, and antivirus are configured.

What to do going forward?

• Avoid adding your cache folder to your antivirus’s Realtime Scanning Folder Exception List. Instead (if possible), try safelisting just your Backup Database if experiencing issues with antivirus interfering with or locking your backup database
• Keep antivirus software updated and installed on all of your computers
• Follow up with any reports of virus-like behavior from your users as quickly as possible
• Keep all of your operating systems up to date as often as possible and don’t use older operating systems, since these are at a higher risk for infection
• Educate your users on how to spot virus-like activity (folders that suddenly have “.exe” at the end of them, for instance) and reassure them that reports of these kind are welcomed and very important to you and the stability of your company’s computer infrastructure

The post Recommended Process for Handling a Virus appeared first on Tourwriter Knowledge Base.

Could not read remote file

Resolution

Since this affects only some of your files, it is likely there may be a corruption in your My Secure Backup (MSB) cache file.

Please follow the below steps to rebuild the cache files:

1. Launch My Secure Backup, click Configure
2. Select Application Settings on left
3. Copy the text in Cache Directory
4. Open Windows Explorer (eg My Computer) and paste the info into the address bar and hit the Enter key (as a shortcut to opening the Cache folder)
5. Delete ALL the contents of this folder (* see below if you cannot delete the content)
6. Restart your computer

* Note – If you cannot delete the content of the cache folder, you might need to stop the My Secure Backup service. To do this, open the computer Services screen (Windows Start > Run, and type services.msc), find the service called MySecureBackup, right click on it and choose Stop.

In the unlikely event that you are still experiencing issues after following the above steps, please email support@tourwriter.com and advise them of the file names that you are unable to access, so that they can investigate the issue accordingly.

The post Remote File Error Message appeared first on Tourwriter Knowledge Base.